Job Description

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Position Title, Responsibility Level
Sr. Manager - Cognitive CX Delivery
Function
Digital Transformation
Reports to
SAVP - Digital CX CoE
Permanent/ Temporary
Permanent
Span of Control
Individual Role
Location
Noida
Basic Function
.

• Strong experience in developing intent and utterances based logics and interaction flows on conversational AI
• Strong experience in developing NLP based intent classification, routing and treatment of customer interactions
• Exposure of Amelia, kore, Lex and or Dialogflow, Watson or similar platform
• Development experience and integration expertise in Conversational AI, NLP/NLU modelling, and Omni channel communication platform
• Solution architect experience with in-depth understanding of application architecture, enterprise application design, SOA, and cloud native applications
• Understanding of UI elements, APIs, Database interfaces etc.
• Own the technical solution and ensure all technical aspects are implemented as designed
• Must have ability to create high and low level design, architecture documents
• Must assess risk involved in the project and highlight and mitigate to drive outcome
• Identify and analyze information related to existing client systems visibly show the handoffs/handshakes between the various system, departments in the organization
• Ensure best practices is followed while coding or integrations & perform code/ integration review
• Work closely with stake holders to identify issues or bottlenecks within operations processes and come up with innovative solutions to increase efficiency and effectiveness of operations
• Develops tasks / objects using core workflow principles that are efficient, well structured, maintainable and easy to understand
• Revert with timelines on fixes of UAT observations
• Provide post implementation support to all changes
• Keep the project manager and product committee informed of task accomplishment, issues and status
• Ensure compliance with company & IT procedure, policies, and documentation requirements (Feasibility study, BRD, Release Notes) across project phases, guidelines around coding standards and development best practices.
• Perform Technical documentation as per the Project lifecycle
• Share and follow best practices, development & deployment methodologies with other team members

Essential Functions

• Good communication and presentation skills
• Self-motivated, team player, action and results oriented.
• Process driven and conceptual thinking
• Change Management skills
• Innovative thinker
• Quick and agile learner
• Working across cultures with sensitivity, partnering, driving with a focus on business impact

Primary Internal Interactions

• Senior Business Leadership
• Service Delivery Managers
• Digital transformation team
• ISG Team

Primary External Interactions

• Client Teams - especially Client Business & Technology Teams.
• External Vendors -Product & Services Vendors/Partners, Industry/Business forums

Organizational Relationships
Reports To :SAVP - Digital CX CoE Supervises : Individual Contributor
Skills
Technical Skills

• Have 4-6 yrs of working experience mainly around NLP/NLU
• Have 2-3 yrs of experience in speech to text and text to speech API/platform
• Have experience in building Conversational AI/Intelligent Chatbots on web and or mobile platform
• Must be very good with various programming and scripting languages like Python, Java, and Groovy
• Must possess fairly good knowledge of SOA, and have built API using Flask, or SpingBoot frameworks
• Must have working knowledge on one or more BPMN frameworks/platforms like Apache Camel, Comunda, Activiti etc.
• Must be hands on with tools like Git, BitBucket, etc.
• Must have good knowledge of DevOps and with Jenkins deployment pipeline or similar technologies
• Good to have understanding of SDLC e.g. Agile, Scrum, etc.
• Good to have working exposure on domain NLP models for Healthcare, Insurance, Travel, or Banking etc.
• Have good knowledge of data structures, and must be very good at analytical and problem solving
• Must be good team player, proactive and a go to person
• A good communicator with internal and external stakeholders
• Overall 8+ years in development using Python, Java etc.

Process Specific Skills

• Having worked in a Digital transformation capacity using cloud specific solutions and implementation
• Good understanding of conversational AI Trends, platforms, and technologies
• Must be ready to work and support multiple time zone whenever there is a need

Soft skills (Desired)

• Independent problem-solving,
• Self-direction, Self-motivated, Flexible and team oriented person
• Should be able to work independently, with minimum supervision.
• A Strong sense of ownership, urgency, and drive.
• Tack-sharp analytical abilities.
• Strong interpersonal and communication skills.

Education Requirements

• Graduate, preference for degree in Computer Science (MCA/BS/BE) with industry recognized certifications

Work Experience Requirements

• Overall 8-10 years of experience with at-least 4 years of experience in AI/ML, Omni Channel communication platform, Conversational AI, speech to text and text to speech technologies and solutions, Google Diaglogflow, Lex or other cloud based conversational architecture, solution creation and integrations etc.

• Master`s degree or Bachelor\xc2\xb4s degree; combined with equivalent additional qualifications and/ or experience

Annexure:
Acknowledgement (acknowledge that the information contained in this document is factual and complete)
Candidate Supervisor/Manager Date